My Telstra

Name: My Telstra
Rating: 4.2 (1091 reviews)
Author: Telstra Corporation Ltd

My Telstra: Making it easier

Free

1.1K Ratings
Ages

4+
Years
Category

Utilities
Developer

Telstra Corporation Ltd
Language

EN
English
Size

309.7
MB

Tracking your order? Making a payment? Getting help? It’s quicker in the app. Get in touch • Just send us a message and you’ll be notified when we reply. Manage your account • Update personal details, track payments, manage your services and more. Recharge your service • Track your usage, turn on auto recharge, and get in control of your plan. Check your internet speed • Monitor outages, restart your modem and check your internet speed. Telstra Plus • Access exclusive offers and get rewarded just by making your payments on time. Shop the latest • From devices to accessories, shop the latest tech at your fingertips. Troubleshooting that actually works • With 98% of queries resolved in-app, you’re just a few taps away from getting on with your day.

Ratings & Reviews

4.2

out of 5

1.1K Ratings

Ripped off
04/17/2020

WHITETHUNDER
I’ve got a bill query (have been over charged) but can’t talk to anyone. All phone recordings send me to an App that takes me around in circles. Two days of trying to get help. In frustration I decided to cancel my service altogether and go to another company but still can’t talk to anyone, just tapping away at an App with it’s irrelevant options. So I contacted ‘help’ to find out how to get help and they too struggled with finding a way to achieve the level of customer support I need. Customer dissatisfaction ++++and rising.Sometimes person-to-person contact is the only way. When most companies are setting up their workforce to work from home what are you doing Telstra? Hiding behind an App that doesn’t meet everyone’s needs. Zero stars from me.

Developer Response
Hello, sorry to hear you're having a problem with the app. So we can assist, please provide us with some details via tel.st/MyTfeedback -My Telstra teamAlternatively, if you would like someone to call you (as yes, agree in your instance that might be best to talk to someone) perhaps you'd prefer to log a complaint and request a call back. Please find the page to be able to request that here: https://say.telstra.com.au/customer/general/forms/Email-ComplaintThank you again for contacting us.
Ripped off
04/17/2020

WHITETHUNDER

I’ve got a bill query (have been over charged) but can’t talk to anyone. All phone recordings send me to an App that takes me around in circles. Two days of trying to get help. In frustration I decided to cancel my service altogether and go to another company but still can’t talk to anyone, just tapping away at an App with it’s irrelevant options. So I contacted ‘help’ to find out how to get help and they too struggled with finding a way to achieve the level of customer support I need. Customer dissatisfaction ++++and rising.Sometimes person-to-person contact is the only way. When most companies are setting up their workforce to work from home what are you doing Telstra? Hiding behind an App that doesn’t meet everyone’s needs. Zero stars from me.
Developer Response 05/15/2020
Hello, sorry to hear you're having a problem with the app. So we can assist, please provide us with some details via tel.st/MyTfeedback -My Telstra teamAlternatively, if you would like someone to call you (as yes, agree in your instance that might be best to talk to someone) perhaps you'd prefer to log a complaint and request a call back. Please find the page to be able to request that here: https://say.telstra.com.au/customer/general/forms/Email-ComplaintThank you again for contacting us.
Unfortunately appalling
05/12/2021

JSL!
I have been forced onto the nbn, which is about the same speed as our old ADSL and not quite as reliable. This happened in June last year. Admittedly a few things were going on in 2020 so I excused the issue of not being able to speak to someone. Since that day, I have tried repeatedly to cancel the ADSL service, but have had no luck. I finally got to speak to someone in March but by May it still hadn’t been disconnected so I rang yet again to find out why I am STILL paying for an ADSL service that we can’t use. Firstly I am told that I am not entitled to a refund prior to March (ie 2 months refund instead of the 11 months it should be) but although after about an hour of yelling at the Telstra rep (in India who possibly had to bury their relatives from Wuhan flu after dealing with me) we did finally get our ADSL service disconnected. I know this, because we also had our landline service disconnected as well. The big issue with this, is that although we live in the Sydney Metro area, we have almost zero mobile coverage. This makes working from home (with only a barely acceptable nbn service and no phone line at all) EXTREMELY difficult. I am still waiting for my home Telstra service to be reactivated and also waiting for 11months of refund for an ADSL service that was unusable. It is quite frankly, appalling - even though for a large company I accept that things aren’t always able to be perfect. On another matter, our neighbours had a delivery van drive through the TLS cable and bend a pole so the cable is lying on the ground. We were promised ‘urgent’ repair work would be carried out (within a week!) to re-tension the wires. The incident occurred 26th Feb, it’s now the 10th of May and we still have cables on the ground!

Developer Response
Hi There, Sorry to hear about your experience. I know how hard it must have been for you to try and resolve the issue which is outstanding for few months. We’re keen to help, so can you please message us in the app. Send us a message and we’ll get back to you as soon as possible. Head to the Get help tab. You can also head to our website :tel.st/sfast within this link there are some specific support options which you can pursue. Hope this helps. Thanks, Sweeney
Unfortunately appalling
05/12/2021

JSL!

I have been forced onto the nbn, which is about the same speed as our old ADSL and not quite as reliable. This happened in June last year. Admittedly a few things were going on in 2020 so I excused the issue of not being able to speak to someone. Since that day, I have tried repeatedly to cancel the ADSL service, but have had no luck. I finally got to speak to someone in March but by May it still hadn’t been disconnected so I rang yet again to find out why I am STILL paying for an ADSL service that we can’t use. Firstly I am told that I am not entitled to a refund prior to March (ie 2 months refund instead of the 11 months it should be) but although after about an hour of yelling at the Telstra rep (in India who possibly had to bury their relatives from Wuhan flu after dealing with me) we did finally get our ADSL service disconnected. I know this, because we also had our landline service disconnected as well. The big issue with this, is that although we live in the Sydney Metro area, we have almost zero mobile coverage. This makes working from home (with only a barely acceptable nbn service and no phone line at all) EXTREMELY difficult. I am still waiting for my home Telstra service to be reactivated and also waiting for 11months of refund for an ADSL service that was unusable. It is quite frankly, appalling - even though for a large company I accept that things aren’t always able to be perfect. On another matter, our neighbours had a delivery van drive through the TLS cable and bend a pole so the cable is lying on the ground. We were promised ‘urgent’ repair work would be carried out (within a week!) to re-tension the wires. The incident occurred 26th Feb, it’s now the 10th of May and we still have cables on the ground!
Developer Response 05/12/2021
Hi There, Sorry to hear about your experience. I know how hard it must have been for you to try and resolve the issue which is outstanding for few months. We’re keen to help, so can you please message us in the app. Send us a message and we’ll get back to you as soon as possible. Head to the Get help tab. You can also head to our website :tel.st/sfast within this link there are some specific support options which you can pursue. Hope this helps. Thanks, Sweeney
Updated app is glitchy and buggy
08/13/2023

JayCharles2024
The previous version was great and no issues but after the new update, app is very buggy. The Home Screen of my account wouldn’t load properly, so I deleted app and reinstalled it. After that, my accounts page loaded properly. Then I had issues with signing into my account. Right after I sign in, it would sign me right back out, asking me to sign in again.

Developer Response
Hi there, sorry to hear that you are having some difficulties after the last update. We're here to help! If you have already tried reinstalling the app, and logging out and back in, please get in touch with our team via tel.st/MyTfeedback so we can look into this for you. Thanks, Han
Updated app is glitchy and buggy
08/13/2023

JayCharles2024

The previous version was great and no issues but after the new update, app is very buggy. The Home Screen of my account wouldn’t load properly, so I deleted app and reinstalled it. After that, my accounts page loaded properly. Then I had issues with signing into my account. Right after I sign in, it would sign me right back out, asking me to sign in again.
Developer Response 08/16/2023
Hi there, sorry to hear that you are having some difficulties after the last update. We're here to help! If you have already tried reinstalling the app, and logging out and back in, please get in touch with our team via tel.st/MyTfeedback so we can look into this for you. Thanks, Han
Hope you never need help
03/27/2021

flockofone
I don’t have strong enough thumbs to describe how painful it was to try and get a refund for a SIM that never arrived. If you don’t have a Telstra number you basically don’t exist. But it didn’t get much better once I got one. 26 phone calls later and after managing to get an agent only twice, I turned to the app to get a refund. Another hour or so later I got refunded - but as a credit of course. You’d think you would be able to apply a credit that appears in your account to the top up of your phone, right? Not a chance. Followed the “help” from the agent via the app. Nothing worked. He had to apply it himself. Now I still have $10 sitting on the account and wondering if it’s worth it to try and get them to do it again. Last month I tried and gave up after 30mins of waiting for a response beyond platitudes about an agent will be right with you. This is exactly how not to do customer service. Which I wouldn’t need if the app worked as it should.

Developer Response
Hi there, sorry to hear that you had some difficulties with getting your credit. There is a form we can submit to refund any credits on your account back to your credit card or bank account. So that our team can help, can you please send us a message in the app. Head to the ‘Get help’ tab in the app and select the messaging icon on the bottom right corner. Thanks, Han
Hope you never need help
03/27/2021

flockofone

I don’t have strong enough thumbs to describe how painful it was to try and get a refund for a SIM that never arrived. If you don’t have a Telstra number you basically don’t exist. But it didn’t get much better once I got one. 26 phone calls later and after managing to get an agent only twice, I turned to the app to get a refund. Another hour or so later I got refunded - but as a credit of course. You’d think you would be able to apply a credit that appears in your account to the top up of your phone, right? Not a chance. Followed the “help” from the agent via the app. Nothing worked. He had to apply it himself. Now I still have $10 sitting on the account and wondering if it’s worth it to try and get them to do it again. Last month I tried and gave up after 30mins of waiting for a response beyond platitudes about an agent will be right with you. This is exactly how not to do customer service. Which I wouldn’t need if the app worked as it should.
Developer Response 06/16/2021
Hi there, sorry to hear that you had some difficulties with getting your credit. There is a form we can submit to refund any credits on your account back to your credit card or bank account. So that our team can help, can you please send us a message in the app. Head to the ‘Get help’ tab in the app and select the messaging icon on the bottom right corner. Thanks, Han

Bug fixes & enhancements.

Version 121.0.97688

Feb 4

Data Used to Track You

The following data may be used to track you across apps and websites owned by other companies:
- Financial Info
- Location
- Contact Info
- User Content
- Identifiers
- Usage Data
- Diagnostics
Data Linked to You

The following data may be collected and linked to your identity:
- Financial Info
- Location
- Contact Info
- User Content
- Identifiers
- Usage Data
- Diagnostics